Portfolio Manager - Client Services Process Health Assessments

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Job Description:
This job is responsible for managing portfolio/programs specific to change initiatives, providing a products and services, or executing a function. Key responsibilities include leading cross-functional strategic initiatives for a line of business by ensuring delivery of outcomes from portfolio investments. Job expectations include using a business centric mindset with sound judgment and a tailored approach to communicating and influencing both vertically and horizontally to drive results, while prioritizing risk management and strategy development.

The Portfolio Manager - Process Health Assessments is responsible for driving the strategy, planning, and execution of comprehensive, end‑to‑end process health assessments across Client Services. This role partners closely with the FLU, operations, risk, and control teams to identify systemic opportunities, enhance client experience, mitigate risk, and improve associate experience.

The Process Health Assessment team is distinct in its holistic review of processes, evaluating performance through a 360‑degree lens—including metrics, controls, SPIs, procedures, complaint data, call and chat reviews, Voices survey feedback, and back‑office processes. The Portfolio Manager ensures assessments deliver clear, actionable insights that improve outcomes for clients, strengthen controls, and support Bank of America’s commitment to operational excellence and being the best place to work and bank.

Responsibilities:

• Manages and drives success around line of business performance in key operational and high risk metrics through detailed routines, initiatives, and technology improvements

• Serves as a primary contact to executive leadership and key partners to communicate change initiatives and gain support for the execution of projects and programs

• Monitors process or key metric performance to identify issues and proactively offers solutions to mitigate risk

• Hosts and actively participates in critical line of business meetings to provide regular updates on change initiatives and performance requirements and influences others to help drive success

• Manages strategies and controls to address policy, technology, environmental, and operational gaps

• Acts as a subject matter expert for all line of business products to help design procedures, policies, or career progression models that will enhance the associate and client experience

• Leads people that help support cross functional and high impact strategic initiatives, either directly or through dotted line engagement

• Owns the end‑to‑end portfolio management of process health assessments, from intake and prioritization through execution, reporting, and follow‑up remediation tracking

• Leads assessment strategy and execution using a holistic methodology, incorporating quantitative and qualitative data sources such as Performance Metrics and KPIs, Controls and SPIs, Procedures and job aids, Complaint data and thematic insights, call and chat quality reviews, Voices survey feedback, back-office and operational workflows

• Builds strong relationships and collaborate with business partners to connect themes, validate risks, and ensure alignment throughout the assessment

• Identifies and articulate client pain points, associate challenges, and process inefficiencies, translating findings into clear, prioritized opportunities

• Delivers concise, executive‑ready assessment readouts that highlight root causes, impact, and recommended actions

• Influences stakeholders to drive meaningful and sustainable improvements that enhance client experience, process effectiveness, and associate enablement

• Monitors remediation efforts and provide oversight to ensure commitments are met and outcomes achieved

• Continuously evolves assessment methodologies to reflect emerging risks, client feedback, and business priorities

• Provides thought leadership on process excellence, client experience, and control effectiveness across Client Services

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.

• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.

• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.

• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.

• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.

• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.

• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.

• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications

• 5+ years of experience in Client Services

• Strong experience analyzing data across multiple inputs (metrics, complaints, controls, quality reviews, surveys, etc.) to develop holistic insights

• Demonstrated ability to lead complex initiatives and manage a portfolio of work with competing priorities

• Strong analytical skills with the ability to identify root cause versus symptom

• Exceptional written and verbal communication skills, including experience delivering executive‑level reporting

• Proven ability to influence and partner across lines of business, operations, and control functions

Desired Skills

• 3+ years of leadership experience

• Business Controls experience

• Understanding of complaint management, quality assurance, and regulatory or risk frameworks

• Strong critical thinking skills with attention to detail and a continuous improvement mindset

• Ability to balance client advocacy, risk management, and business practicality

• Passion for improving both client experience and associate experience

Skills:

• Business Process Analysis

• Customer and Client Focus

• Project Management

• Risk Management

• Strategy Planning and Development

• Controls Management

• Process Design

• Process Simplification

• Stakeholder Management

• Strategic Thinking

• Analytical Thinking

• Change Management

• Influence

• Innovative Thinking

• Presentation Skills

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range$127,000.00 - $158,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.